Slot Mafia Casino - Player's withdrawal is delayed due to verification issues.

I have been a customer with Slot Mafia for over 12 months where I have deposited in excess of $44k. Now for the first time I’ve requested to withdraw some winnings, I have been met with hurdles verifying my card account used to deposit. I have provided screen shots of the online account showing the deposit but keep getting my verification rejected because I cannot provide a photo of the physical card. I have advised the casino I do not have the physical card for my last deposit as it was made via AppleID. The details are saved in my apple wallet.

They do not respond to emails to give me options to move forward other than their automated emails suggesting I need to upload the physical card and they do not respond though chat via my alleged VIP manager that is a bot.

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Dear Fadstar,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying the deposit method seems to be the only issue at the moment?
• Have you provided any other documents to verify your account, and have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi Kristina

the only item left to verify is my deposit method. My ID and address have been verified / documents accepted.

I received a response from the casino after I lodged this complaint advising that my other option if I do not have a physical card is to upload a bank statement which shows the first 6 and last 4 digits of the card used. The problem I have is that my monthly statements only show the last 4 digits of the card for security purposes. I’m therefore stuck and cannot provide what they are requesting.

Thank you very much for your reply, Fadstar. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Fadstar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi

I am waiting for my bank to produce to me my bank statement on 8 March 2026. If the casino rejects it with more excuses I will escalate further with you.

Hi Kristina

i have forwarded you an email today to casino mafia which has all the relevant correspondence. They have rejected my bank statement and cancelled my withdrawal for no reason.

Hello Fadstar,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Fadstar,

I apologize for the late reply. Has there been any development since your last message, please?

Dear Fadstar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru